Guests Wanting to Cancel But Stuck In the glitchy, confusing Covid 19 cancelation system= Airbnb's way out of giving 12.5% to hosts

[Mary419]

The Covid 19 Cancelation emails are still coming fast and furious, without any changes after the broadcast last night.

If you deny the refund you end up with an angry confused guest who lingers on your calendar for days after intending to cancel and intending to not pay. They say they cannot choose Covid 19 as their reason after getting denied for 100% voluntary host refund...

On the other hand, If you click GIVE A FULL REFUND you get the guest off your calendar and end all the confusing back and forth trying to help the guest but I am realizing hosts will NOT get the quarter of our cancelation fee from Airbnb if they do it that way. Voluntarily refunding the guest using these emails is framed to be saving you as the host from penalty etc but it is still voluntary, not Airbnb's fault or problem if you say yes to it and lose every dollar. And since guests are pushed to use this method instead of a normal cancelation it is obvious that Airbnb is hoping to escape the 12.5% compensation offered last night. Does anyone see it any other way? Accepting this is a voluntary 100% loss, But declining it sends the guest back into a circular argument and a "normal cancelation" is evidently not so easy

[Saun0]

@Mary419 

I appreciate your detailed reply. 

I am sorry to hear that some people are abusive toward you.  You seem to be a very reasonable and thoughtful person.

My guest was moving to Atlanta for a new job.  I actually reached out to her.  As suspected, her new job  situation has changed.  I prompted her to cancel, instead of changing, the booking because her *current* booking  qualifies for AirBnB's Extenuating circumstances policy, and her new job is likely to be a moving target.

Documentation?  As of yesterday, April 2, 2020, 89.7% of US population are under shelter-in-place orders.  What documentation does AirBnB want to verify that we are in a pandemic?  

You may be interested my overview of the refund issue at https://community.withairbnb.com/t5/COVID-19-Discussions/Refund-discussion-no-venting/m-p/1273987/hi... 

[Saun0]

@Mary419 

Now that I have read you screen shorts more closely, I am really sorry that AirBnB put you in such difficult situation. The guests were angry and/or abusive, but it is AirBnB put your and the quests in this difficult situation.   AirBnB, as a booking agency, is responsible for handling bookings and finances. 

[Saun0]

@Mary419 

This is my summary of your screen shorts.

AirBnB is skillful at creating a perception that AirBnB makes a wonderful offer; but in reality, the offer is far less wonderful than it appears to be (to say the least).

Extenuating circumstances policy

The Wonderful Offer

This policy creates the *perception* of all guests will get *full cash refund* if the reservations for stays made on or before March 14, 2020, with a check-in date between March 14, 2020 and May 31, 2020.

AirBnB projects an image of being generous for offering the Extenuating circumstances policy: "Reservations for stays ... made on or before March 14, 2020, with a check-in date between March 14, 2020 and May 31, 2020, may be canceled before check-in. This means that guests who cancel will receive, at their option, travel credit or a full cash refund...."[1].

The Reality

Guests are “required to attest to the facts of and/or provide supporting documentation for your extenuating circumstance” [1] . This rule greatly reduces the number of guests who are qualified for the policy.

The Problem

Guests, who made bookings on or before Mar-14-2020, with a check-in date between Mar-14-2020 and May-31- 2020, are understandably upset when they told that are unqualified for *full cash refund* [2].

AirBnB encourages the unqualified guest to get “travel credit”. This means AirBnB 1) keeps all the service fees, 2) keeps the rent money until the future booking, and 3) the current host most likely will lose all the money for this booking because the future booking is not likely to be with the current host.

If the unqualified guests refuses travel credit, AirBnB tell the guest that the host has “full ability to issues the refund” [2].

This results is that the host either

- loses all the money of this booking; while AirBnB gets all the credit for offering the “generous” Extenuating circumstances policy [1], or

- be the “scumbag” for not honoring “AirBnB policy” [1].

References:

• [1] Extenuating circumstances policy and the coronavirus (COVID-19), https://www.airbnb.com/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid1...

• [2] https://community.withairbnb.com/t5/COVID-19-Discussions/Guests-Wanting-to-Cancel-But-Stuck-In-the-g...

[Saun0]

@Mary419 

On March 24, 2020, I received an email saying "[Guest name] is uncomfortable traveling because of the coronavirus (COVID-19)."  I interpreted this cancelation request as to be a request based on the Extenuating circumstances policy and the coronavirus (COVID-19).

It would be misleading, to put it nicely, if AirBnB considers this is a voluntarily refunding by a host that does not fall under the Extenuating circumstances policy.

[Mary419]

@Jo56 @Saun0 

I just typed this out and when I went to post there was an error... pointing out that there are posts on the Host board with much older replies that are on the first 3 pages, while this is pretty buried. Seems that we are all exposing what they do not want us to talk about

[Jo56]

@Mary419 I suspect Airbnb is actively trying to minimise posts noting all of these issues by blocking posting them with a 'fault' error. This has been happening every time I try to submit a post, so I have resorted to always copying my post before I attempt to submit, so I can paste in on a second attempt. Posts seem to go through on the second or third try. Very, very suspect.

[Sarah977]

@Jo56  @Mary419  No, I know it seems suspect, but it's just faulty tech- it's been going on for years on this forum. Has nothing to do with the content of the post- no one is actually reading your response when you get a fault error. It happens with even nice, positive posts. I started copying every post before I hit reply a year and a half ago because they so often just vanished. 

As far as what post appears at the top, it has to do with the most recent reply. I bet as soon as I hit reply on this, this whle topic post will end up at the top of the first page (although always below the pinned posts thatare always there). I don't see any evidence that posts are being buried.

[Sarah977]

@Mary419 @Jo56  Yep, me adding a response just moved this whole topic post back up to the top of the first page.  No one is burying or censoring posts- it's all automated. 

[Norene1]

This is what I'm not sure of. I must cancel the 2020 season. I have a strict no refund policy. Am I right in understanding if my guests cancel they will be refunded 100%? None of my guests have requested to cancel. 

Am I suppose to send out a message requesting guests to cancel and not incur the loss of their reservation including fees? What happens to the security deposit? 

If I cancel will I be charged $100? What will happen to my super guest status? I don't see in any pull down where I will receive any money from Airbnb for a guest cancellation. The video and the text were not clear. I would really like to settle this as soon as possible. My first rental isn't until the end of June but I have to make alternative use of the space. Would really like input on this.